Refund Policy

Items may be returned within 30 days of the delivery date unless the item is used or sold as-is. Please contact customer service by phone 855-365-5387 or e-mail us to request an RA number for a return.

Returns

To be eligible for a return:

• Your refund must occur within 30 days of purchase
• You must get a Return Authorization (RA) in advance. Returns without an RA number will not be accepted.
• Your item must be unused and in the same condition that you received it.
• You must pay for for the cost of return shipping (unless the item was shipped in error.)

All product returns are subject to a 25% restocking fee.

There are certain situations where only partial refunds are granted (if applicable):

1. Any item not in its original condition, is damaged, or missing parts for reasons not due to our error.
2. Any item that is returned more than 30 days after delivery

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

1. If you haven’t received a refund yet, first check your bank account again.
2. Then contact your credit card company, it may take some time before your refund is officially posted.
3. Next contact your bank. There is often some processing time before a refund is posted.
4. If you’ve done all of this and you still have not received your refund yet, please contact us at aluciano@dillongroup.us.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

To return your product, you should mail your product to:
Staircase & Railing Store
Attn: Returns
5017 Boone Avenue - 200
Minneapolis, MN 55428

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.